IT Engineer
Job Details
- Log your Jobs in ticketing system with relevant amount of information including correct priority and category
- Escalate incidents to senior members of the team in timely manner while maintaining good level of communication with your customer/caller – own to it.
- Deliver on Telephone Service level
- Deliver on First time / zero day fix
- Ensure your time / effort is recorded within ticketing system
- Ensure that you are meeting minimum level of resolved tickets per day
- Participate in project work, record your project progress
Duty Statements
- Don’t let down a colleague, do something to help - ask if you can help, and look for opportunities where you can
- Don’t let down a customer/caller, do something to impress - be passionate about the customer/caller
- Don’t tolerate inefficiencies, make a noise about it - get involved and be a part of the solution.
- Don’t take a risk with safety- look out for yourself andothers.
Role Objectives
- Provide IT customer service
- Maintain specified telephone Service levels (team KPI)
- Assign tickets with appropriate level of priority (team KPI)
- Collect and log incidents / requests accordingly, gather relevant information in order to deal with query efficiently
- Communicate with your customer while handling incident or query
- Maintain accurate log of effort within the ticket (be honest about it)
- Undertake project work where required
- Escalate issues that are beyond of your technical and personal abilities (to your manager or senior colleague) in line with given instructions (personal KPI)
- Plan ahead (day-to-day and projects work)
- Look for opportunities to improve
- Pursue personal development of skills and knowledge in order to effectively perform the role – undertake training
Performance Standards
Must be capable of setting priorities and working under pressureMust be able to multi task and plan for events simultaneously
Ability to work with internal and external parties is essential
Strong working knowledge of Microsoft products, Windows operating systems, Office 2010+ and Office 365
Incident Coordination activities are expected to be carried out with minor supervision
Minimum Education
College and above The minimum experience level required (All qualifications listed must be job related) One to two years in similar IT role providing support to large user base in fast pace moving environment The analytical and communication skills required The job requires excellent analytical and communications skills (written and verbal), both internally and when speaking to customer/caller The impact of actions carried out by this position Poorly executed actions in relation to customer incidents and requests may result in negative image of IT service unit and potentially may impact business opportunities and revenue
Business Values
- Integrity & Honesty
- Highlight issues without fear – it’s safe
- Does what they say they will
- Deliver on promises
- Reliable Customer at the heart of what we do
- Support and understand customer/caller needs
- Responsibility and Ownership Takes responsibility – for making it happen
- Follow up/ follows through
- Takes accountability Making a difference Initiative
- Adapts to change
- Problem solving
- Questioning why we do things
- Being the first to try/do something new/different
- Continuous improvement
- Intelligent risk taking
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IT Engineer - 923 in Selby employer: Interface Recruitment
Our client offers an exciting opportunity for a Content and Audience Creator in Leeds, where you will have genuine ownership of the content function from day one. With a focus on creativity and innovation, you'll enjoy a dynamic work culture that values your input and allows for visible impact on the company's growth. The role provides ample opportunities for professional development, alongside a competitive benefits package including a discretionary bonus, making it an excellent employer for those passionate about football and content creation.
